Managing Conflict
A practical guide to assessing, preventing, and resolving conflict

Dates and Locations Agenda Workshop Fee
Who should attend About the Program Hotel Information
Goals of the Program: Registration Form About the Facilitators
Workshop Dates and Locations
Organizations wishing to offer this workshop "in-house" for their staff can contact Quality Development Workshops for details and the organizational rate.
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Who would benefit from this workshop:
· Anyone working in the private or public sector, who struggles with managing conflict and needs to acquire a comfort level dealing with difficult relationships.
· Members of boards, councils, and governing bodies; ombudspersons/advocates; administrators; human resource personnel; managers; professionals; union representatives; consultants; risk managers; and government and public officials.
· Anyone who would like the opportunity to work through conflict management processes in a workshop environment that is practical, experiential, and interactive.

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Objectives:

  • Identify and analyze organizational conflict
  • Understand applications of various types of dispute resolution processes
  • Learn important lessons to ease restructuring, amalgamations and mergers
  • Understand how in-house dispute resolution systems can improve client relations, reduce the risk of lawsuits, reduce costs, and improve employee morale
  • Air differences in a non-confrontational way
  • Use interest-based negotiation techniques
  • Give constructive criticism
  • Reach mutual resolution

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    Agenda:
    0800 - 0900: Registration
    0900 - 1200:
  • What is conflict management?
    		•
    (includes break)
  • How to conduct conflict assessment and evaluate current programs
    		•
  • Applications in human resources, labour relations, and employment matters
    		•
    1200 - 1300: Lunch
    1300 - 1600:
  • Eight lessons in dealing with conflict that result in successful amalgamations, mergers, and restructuring
    		•
    (includes break)
  • Innovative approaches to ethical disputes, client complaints, disputes between team members, and inter-agency conflict
    		•
  • Negotiation techniques and skills:
    		•
    - air differences
    - clarify issues and interests
    - brainstorm options
    1600: Wrap up and Evaluation

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    About the Program:

  • Conflict management includes assessment, planning, intervention and resolution of conflict outside the traditional litigation and adversarial processes.
  • Conflict is exacerbated by lack of skills and lack of systemic mechanisms to deal with disputes in a comprehensive, timely fashion.
  • Techniques include facilitated dialogue, negotiation, fact-finding, mediation, arbitration, and team building.
  • This interactive workshop utilizes didactic format, group discussion and exercises, role playing and case studies.

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    Managing Conflict Registration Form and Workshop Fee

    Please print

    Name:__________________________________________________________
    Title/Position:____________________________________________________
    Institution/Agency:_______________________________________________
    Street:___________________________________________________________
    ________________________________________________________________
    City:____________________________________________________________
    Province:________________     Postal Code:_________________

    Mailing Address:

    Street:___________________________________________________________
    ________________________________________________________________
    City:____________________________________________________________
    Province:________________     Postal Code:_________________

    Telephone:

    Home: (______)_____________    Work: (______)________________
    Fax:     (______)_____________

    Register me for:

    To Be Announced

    Space is limited to facilitate group work and case studies...register early

    Workshop registration will be confirmed upon receipt of registration AND payment.

    Cancellations must be received in writing three weeks before the workshop date in order to issue a refund.   Refunds are subject to a $75.00 administration charge.

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    Workshop Fee

    Fee: $325.00 + $22.75 (GST) = $347.75
            GST # 893597146-RT0002
            (Fee includes lunch, breaks, and workshop material)

    Method of Payment:
             Personal Cheque                  Agency Cheque
            Make cheque payable to:  Quality Development Workshops
             Mastercard
            Credit card number:________________________________
            Expiry date:______________________________________
            Signature:________________________________________
    Mail this registration form (including payment) to:
            Quality Development Workshops
            59 Densgrove Road,
            Scarborough, Ontario
            M1G 2A2

    Or fax to: (416) 439-1691

    Telephone: (416) 431-5085
    E-mail:     gcainc@idirect.com
    Web page: http://webhome.idirect.com/~gcainc

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    Hotel Information

    Please make your reservations directly with the hotel.   You must identify yourself as attending the workshop to qualify at hotels offering special workshop rates. Book Early!

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    About the Facilitators

    Mediated Solutions Incorporated

    Judith H. Clarkson, RN., BA., LL.B.
    Judith Clarkson has an extensive background in health care and public utilities, and is experienced in human resources, labour relations, and organizational issues.   With professional designations in both law and nursing, she currently practices, teaches, and consults about dispute prevention, management, and resolution in a wide range of public and private contexts.   Judith has a wide range of experience as a facilitator, a fact-finder, and a mediator, and has conducted group team building and executive negotiation coaching.

    Anne E. Grant, RN., LL.M., C. Med.
    Qualified as a registered nurse, a lawyer, and a mediator, Anne Grant practices conflict management and dispute resolution full-time.   She has designed systems for managing disputes in the insurance industry and health care.   As a member of the Dispute Resolution faculty group at the University of Toronto, Anne teaches the core program in mediation.   She is published nationally and provincially in the area of health care and dispute management and has co-authored the professional risk management resource, A Nurse's Practical Guide to the Law (Canada Law Book).

    Judith and Anne are principals of Mediated Solutions Incorporated and are known for their dynamic, informative team teaching style, and ability to innovatively apply theoretical concepts to real-life problems that organizations face day-to-day.